Force Reactivation of reckon Accounts Enterprises 2023

blairmuller
blairmuller Member Posts: 47 ✭
edited January 11 in Reckon Accounts (Desktop)

Hi everyone, our copy of Accounts Enterprises expires on the 1/2/2023. I've now renewed it and paid but how do I force the copy of the installed software to reactivate.

We got this message back on the 5/12/2023. Last year, I assumed it would take care of itself but on the 1/2/2023, it was unactivated and I had to call up to get it activated. The issue is, on the first of every month, we generate all our invoices automatically becomes unactivated, it destroys the process. It happen last year.

I'm runnin gReckon Accounts Enterprise: 2023 Release R1P which I assume is the latest version.


When I goto File and Refresh Rekcon Accounts License I see the below

<SCREENSHOT REMOVED BY ADMIN DUE TO PERSONAL INFO>

Answers

  • Acctd4
    Acctd4 Accredited Partner Posts: 3,317 Reckon Accounts Hosted Expert Reckon Accounts Hosted Expert

    Hi Blair

    That's a bit strange 🤔

    Are you activating it each time you install an upgrade/update ? (You click on an Activate Now button in the Activation window which then does it automatically online)

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    [email protected]

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • Alexander McKeown
    Alexander McKeown Reckon Staff Posts: 155 Reckon Staff

    Hello @blairmuller ,

    This is usually due to the license key being provided reactivating improperly.

    To correct this, please contact our friendly sales team on 1800 732 566.

    The reason this occurs is due to the license payment occurring just before the license for the previous year expires at about the same time, to my knowledge.

    We apologise for this inconvenience.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • blairmuller
    blairmuller Member Posts: 47 ✭
    edited January 9

    Thanks Alexander, Will it happen again this year?

    It's not asking for activation now, my concern is it will go unactivated on the 1/2/2024 and cause me many issues. So I'd like to fix it now?

  • Alexander McKeown
    Alexander McKeown Reckon Staff Posts: 155 Reckon Staff
    edited January 9

    Hello @blairmuller ,

    This should be a one-time affair for this year. We do apologise for the issue.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • blairmuller
    blairmuller Member Posts: 47 ✭

    Thanks Alexander, what should I tell them or ask?

  • Alexander McKeown
    Alexander McKeown Reckon Staff Posts: 155 Reckon Staff

    Hello @blairmuller ,

    You can tell them the following:

    "I paid for my license recently, but it keeps asking me to re-activate every time I launch. Can you check the activation key?"

    They should then be able to guide through a manual activation, which will correct the issue.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • blairmuller
    blairmuller Member Posts: 47 ✭

    Hey Alexander, I did what you asked and then set the date of my computer to 6/2/2024 and this popped up.

    They had me press Ctrl 3, read the license key and then they provided a code for me to enter


  • blairmuller
    blairmuller Member Posts: 47 ✭

    I only renewed the annual license yesterday.

  • blairmuller
    blairmuller Member Posts: 47 ✭

    Hey Alexander, any thoughts?

  • Alexander McKeown
    Alexander McKeown Reckon Staff Posts: 155 Reckon Staff

    Hello @blairmuller ,

    Very strange.

    What I might recommend is uninstalling Reckon Accounts 2023, then reinstalling with a new installation key code.

    It's possible (though very rare!) that your current registration files may be corrupt. Uninstalling/reinstalling with new IKC should fix that issue.

    Apologies for all this hassle. Normally the steps provided fix this issue.

    Kindest regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • blairmuller
    blairmuller Member Posts: 47 ✭

    I'll give it a go. Can you confirm this is the latest version?

    Accounts Enterprise: 2023 Release R1P 

  • blairmuller
    blairmuller Member Posts: 47 ✭

    Ok, I can confirm the install key has not changed since I installed it in July/August. When I goto here:

    Reckon Accounts Enterprise 2023 Annual 1 user RAH R1

    https://members.reckon.com/EnterpriseSolutions/DownloadSoftware.aspx

    When I paid this month, how do I get the new install key?

  • Alexander McKeown
    Alexander McKeown Reckon Staff Posts: 155 Reckon Staff

    Hello @blairmuller ,

    I've spoken with the Sales team and they've advised me of the following:

    1. Install RA Ent 2023 with the IKC that's being displayed in the Member's area
    2. When you launch Reckon Accounts Enterprise, close down the activation wizard when it asks you to activate
    3. Open up a company file and press Control + 3.
    4. After you do so, contact the Sales team on 1800 732 566, and go through Manual Activation.

    From what we can tell, this may be due to the registration wizard reading incorrect activation data - a Manual Activation should get you back up and running.

    If this fails and you still receive the message, it could be due to Networking issues - there may be some compatibility issues if you are installing this on a Terminal Server, and you may want to check out if the program is installing properly with your IT.

    I appreciate your ongoing patience with this - normally, this issue is not this stubborn.

    Kindest regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • blairmuller
    blairmuller Member Posts: 47 ✭

    Thanks Alexander, I am IT and it's not installed in TS mode. It won't be because of networking issues. I'll give it a go.

  • blairmuller
    blairmuller Member Posts: 47 ✭

    I'm just speaking to support now, Because I'm actually using the hosted desktop version and with that, you get a copy locally. He said he needed to put me on hold to extend my license code until 1/2/2025 because I've purchased it?

  • Alexander McKeown
    Alexander McKeown Reckon Staff Posts: 155 Reckon Staff

    Hello @blairmuller ,

    Please ask to be transferred through to Sales for a manual activation.

    I will send you a private message; if you could confirm who you were speaking to there, I will investigate further.

    Kind regards,

    Alexander McKeown

    Reckon Senior Technical Support

  • blairmuller
    blairmuller Member Posts: 47 ✭

    Hey Alexander, I didn't catch his name but he fixed it.. Once he extended the license key, I didn't even need to remove and reinstall.